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Listening to the Voices of Citizens Citizen Feedback through ICT Tools

Listening to the Voices of Citizens Citizen Feedback through ICT Tools. Smart Rwanda Days Kigali, Rwanda, June 17, 2013 Saki Kumagai. What is Citizen Feedback/ Voice?. The most common form of citizen voice = Voting. But citizen feedback/ voice goes beyond voting !. The Long Story.

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Listening to the Voices of Citizens Citizen Feedback through ICT Tools

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  1. Listening to the Voices of CitizensCitizen Feedback through ICT Tools Smart Rwanda Days Kigali, Rwanda, June 17, 2013 Saki Kumagai

  2. What is Citizen Feedback/ Voice? The most common form of citizen voice = Voting But citizen feedback/ voice goes beyond voting!

  3. The Long Story State Willingness & Capacity to Respond and Account (political, socio-cultural, legal, and economic factors) Independent Accountability Agencies Politicians/ Policymakers Voice Compact Citizens/Clients Formal Social Intermediaries Service Providers/ Agencies Client Power Informal Social Intermediaries Willingness & Capacity to Demand (political, socio-cultural, legal, and economic factors)

  4. The Short Story Citizen feedback is for… Constructive partnershipbetween government/ service providers and citizens for more effective service delivery and developmentas well as for good governance

  5. And Through Constructive Partnership…

  6. Citizen Feedback/ Voice Can Be… ICTs

  7. ICT-enabled Citizen Feedback/ Voices

  8. Potentials • Distance and Space • Time • Communication Cost • Individual Citizen Voices • The Last Mile

  9. But…

  10. The Bottom Line Why collect citizen feedback and what to do with it • First, citizens need to know of your communication channels and what to expect • Willingness to listen will be tested – Close the Accountability Loop • = KEY to sustainable and trust-based government-citizen relationship

  11. Thank you! Skumagai@worldbank.org

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